Download - 10 Surprising Customer Service Facts to Know
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suprisingcustomer service facts
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U.S. businesses experience an annual loss of
simply because they provided bad customer service.
billion
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Only
of companies have a well- developed strategy in place for improving the customer experience.
percent
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But
of customer service managers consider customer satisfaction the most important call center metric.
percent
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And,
more sales are closed by the employees who are knowledgeable and engaged in delivering a better customer service experience.
percent
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of buying experiences are based on how the customer feels they are being treated.
percent
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of customers would be willing to spend on average
more with a company following an excellent customer service experience.
percent
percent
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increase in customer retention levels result in a
increase in the value of the company.
percent
percent
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Companies that are in tune with customers' needs experience a
year-over-year increase in revenue.
percent
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of consumers began doing business with a competitor following a poor customer experience.
percent
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Speech Analytics is an automated call center monitoring system that utilizes articial intelligence to remedy these customer service problems by:
Automatically searching 100% of call recordings for the presence - or absence - of key phrases.
Categorizing calls based on key phrases.
Sorting calls by location.
Providing daily statistical reports of call volume and search activity.
How Speech Analytics Can Help
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Sources: Bluewolf; 2012 Ovum Logmein Customer Experience Report; Econsultancy Multichannel Customer Experience Report; Harris Interactive, Customer Experience Impact Report; White House Office of Consumer Affairs; Parature; Peppers and Rogers Group; McKinsey; Bain & Co.; The 2012 American Express Global Customer Service Barometer; RightNow Customer Experience Impact Report; Oracle Report, Why Customer Satisfaction is No Longer Good Enough; eConsultancy; Defagto Research; Aberdeen Group; SMB Group; Greenfield Online, Datamonitor/Ovum and Genesys
CallFinder800-639-1700 [email protected] www.mycallnder.com
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